Workplace Civility

Does it surprise you that a recent study reported that over 70% of employees have witness or experienced incivility at work within the past month (SHRM.com, 2024)? Maybe that statistic isn’t surprising, but it is concerning.

Workplace incivility is characterized by rude and disrespectful behavior, such as interrupting someone while they are speaking, using a condescending tone of voice to answer a question or simply ignoring someone when they say hello. Incivility may be more subtle than harassment or bullying but is equally destructive to the workplace climate.

Incivility undermines both individual well-being and organizational health. It creates a negative environment, leading to increased stress, reduced job satisfaction, and higher absentee rates. Employees subjected to incivility often experience diminished morale and productivity, which can affect team dynamics and ultimately harm the organization's reputation and success. Fostering a respectful and supportive workplace is essential for maintaining a positive and productive organization.

Promoting civility begins with the leader. The leader ensures a positive and civil work climate by clearly defining acceptable behavior and then holding people accountable for maintaining those standards of behavior. These standards define the work unit’s climate and can when enforced reduce unwanted behaviors such as incivility.

Standards for conduct are often referred to as behavioral expectations. A behavioral expectation is a statement about the type of on-the-job behavior expected of employees. Examples of workplace conduct that benefit from clear expectations are:

•  Professional attire

• Type of talk between employees (communication)

•  How to deal with unreasonable behaviors from a customer

•  Teamwork and collaboration

•  Responsiveness

•  Personal cell phone use

To create a positive, civil work climate, begin by identifying five to seven behaviors expected from employees while they are on the job. Another way to think about it is what behaviors define professionalism for the employee group?

Once behaviors are identified, define the behavior.

Teamwork and collaboration can be defined as Employees support and help each other to achieve a common goal.

Open communication can be defined as Employees express their opinions in an honest and courteous way and provide timely, actionable and respectful feedback.

Behavioral expectations can be created by the leader or as a team. Once the expectations are agreed upon, provide examples to ensure everyone understands the full scope of the behaviors expected.

Once expectations are communicated, reinforce them.

•  Set an expectation of 100% percent compliance.

•  As the leader make sure you practice expected behaviors.

•  When incivility occurs, clearly and openly address it.

•  Don’t shy away from the need to teach civility.

•  As the leader put your ear to the ground and listen carefully. Employees need to have fun and blow off some steam. It is a delicate balance between a joke and toxic behavior. Remain engaged with employee fun so you can maintain that balance.

•  Colleagues with power and those highly talented employees do not get a pass on their workplace behavior.

Leaders who communicate clear standards, foster alignment with those standards, and hold themselves to high expectations create a climate dedicated to excellence in performance, service, and civility.